Help Desk Support (Nd2023)

Location: Groton/New London, CT area, Groton/New London, Connecticut - 06340 (Onsite)
Work Hours: 8 am to 5 pm; M-F
Driving or Non-Driving? Non-Driving
Targeted Start date: ASAP

Job Description:

• You will perform activities associated with installing, diagnosing, maintaining and servicing computer-related products, including but not limited to desktop & laptop computers, printers, network devices, standard software, and low-end servers at customer sites, and/or depot locations.
• This is a journeyman position for the typical desk side support technician.
• You will be directed by Help Desk, Service Desk, or script using standard methods, techniques, and tools.
• You will also apply personal knowledge to resolve product support issues that could not be addressed by service desk.
• Your assignments will range in complexity from troubleshooting and repair, to more difficult device repair, including reloading and re-imaging of PCs/laptops, and installing and optimizing HW/SW networking products.

Responsibilities:

• Provides support for software, hardware and networking support for desktops, laptops and servers
• Provides maintenance and support on legacy products
• Supports Core, server products
• Performs disk replacement on enterprise storage products
• Installs and maintains PCs and associated software, networks, servers and peripherals
• Supports network products from operational and maintenance perspectives
• Performs installs, moves, adds and changes as required
• Tests and certifies PCs, networks, servers and client approved applications
• Provides follow-up on problems or escalation
• Maintains a high degree of professionalism in actions, demeanor and dress
• Insures customer satisfaction throughout the service delivery transaction
• Ensures client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system